Alicia Kelley
Mendota Heights,MN (Minnesota)
Summary
Encouraging manager and problem-solver with talents for team building, leading and motivating, as well as excellent customer relations/relationship-building skills. Adept at working cross-departmentally with co-management and top-level leadership. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Team player bringing necessary experience and knowledge to tackle any operational demand. Builds positive rapport, inspires trust and guides team towards achievement of Goals.
Overview
8
8
years of professional experience
Work History
Selling Team Leader (Assistant Manager)
American Eagle Outfitters, Inc
03.2023 - 01.2024
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated customer needs and feedback to drive product and service improvements.
- Increased customer engagement through social media.
- Developed and promoted corporate brand, images and identity to media and public.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Assisted with hiring, training and mentoring new staff members.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Oversaw up to 80/100 associates (peak season)
Patient Scheduling Coordinator
Now Care Dental
02.2022 - 03.2023
- Verified insurance coverage and obtained pre-authorizations.
- Confirmed patient appointments day before scheduled.
- Educated patients about surgeries and provided treatment plan documentation.
- Used CareStack to schedule patients.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Our Office specializes in Emergency Dentistry. We see approximately 150 -200 new patients in a month.
Patient Access Representative
Gillette Children's Specialty Health Care
03.2021 - 12.2021
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Facilitated communication between patients and various departments and staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Customer Service Lead
Sun Country Airlines
02.2019 - 02.2021
- Resolve customer service issues using company processes and policies and provide updates to customers
- Identify opportunities to streamline processes by targeting areas of inefficiency and implementing improvements
- Take escalated calls and listen closely to problems described to determine solutions
- Coach new team members on service techniques and provide scoring through quality assurance program
- Confer with senior management to handle and correct disciplinary or knowledge issues
- Help agents handle incoming calls and manage escalated needs with targeted resolutions
- Escalated issues to proper supervisors when standard processes were not effective
- Preserve revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
Front End Supervisor
The Home Depot
04.2016 - 11.2018
- Managed the Front End. Supervisor over 25 associates
- Maintained credit goals and motivated cashiers as well as whole store for credit apps and usage
- Scheduled breaks and lunches to keep things running smoothly
- Responded to customer concerns with friendly and knowledgeable service
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner
- Prioritized helping customers over completing other routine tasks in the store
- Completed weekly and monthly reports
- Checking inventory and locating items
- Helped with store pack down when needed
- Completed all daily tasks and special assignments with an efficient and quality-driven approach
- Trouble shooting registers and other store use systems
- Other departments worked: Customer Service, Returns, Paint, Flooring, Appliances (fully certified), Mill-work (fully certified) and book keeping
- Other Activities: Taught the Do It Herself workshop, part of the InFocus Team (Safety Team) and The Fun Fund Comity
- Electric ladder certified
Education
High School Diploma - undefined
Henry Sibley High School
Mendota Heights2009
Human Resource Management
University of St. Thomas
Saint Paul, MNSkills
- Customer focused
- Easily trainable
- Strives for excellence
- Leadership
- Coaching and mentoring
- Delegation Skills
- Problem Solving
- Team Check-Ins
- Team Supervision
- Cash Handling
- Retail Operations Management
- Adaptability and flexibility
References
Cat Couper
Retired from Sun Country
Customer Service Lead
(612)703-2830
vegascat66@gmail.com
Samantha Boogren
Gillette Children's H.C.
Patient Acess
(651)815-2429
src845@gmail.com
Personal
Stephanie Sheheed
612-387-1606
Timeline
Selling Team Leader (Assistant Manager)
American Eagle Outfitters, Inc
03.2023 - 01.2024
Patient Scheduling Coordinator
Now Care Dental
02.2022 - 03.2023
Patient Access Representative
Gillette Children's Specialty Health Care
03.2021 - 12.2021
Customer Service Lead
Sun Country Airlines
02.2019 - 02.2021
Front End Supervisor
The Home Depot
04.2016 - 11.2018
High School Diploma - undefined
Henry Sibley High School
Human Resource Management
University of St. Thomas